Senior Manager, Product Support

Remote

Hiring location: North America

About the role

Role

We are looking for a Senior Manager, Product Support to join our team. This is a Remote role, reporting to the Director of Product Support in the Federal and Public Sector Customer Services department. At Zscaler, our Customer Success Organization is a global, customer-focused team dedicated to delivering high-impact experiences and identifying innovative solutions. We leverage valuable data and research to provide expert, hands-on support starting from the implementation phase and beyond, ensuring customers achieve their goals and leverage our technology to its fullest potential. This role will lead a technical support team to resolve complex issues and manage escalations, contributing to process improvements that foster customer success, adoption, and continuous growth.

What you’ll do (Role Expectations)

Lead a technical support team of senior engineers, ensuring the resolution of complex technical issues related to Zscaler products
Manage and resolve case and account-level escalations, working with the support team and other stakeholders to address customer concerns and resolve support issues
Own and drive support process improvements, training programs, and initiatives resulting in operational efficiency

Who You Are (Success Profile)

You are a skilled leader with a passion for developing technical talent and fostering a high-performance team environment.
You possess exceptional communication and interpersonal skills, adept at managing customer escalations and stakeholder relationships with empathy and clarity.
You are data-driven, consistently focused on improving customer satisfaction (CSAT, NPS) and optimizing operational efficiency (TTR, Escalation Rate).
You thrive on resolving complex technical challenges, meticulously driving solutions for critical customer issues.
You are a proactive contributor, always looking for opportunities to enhance support processes and training programs to deliver maximum impact.

What We’re Looking for (Minimum Qualifications)

Foundational understanding of AI/ML technologies and experience leveraging, securing, or positioning AI-driven solutions to optimize outcomes within your functional domain
U.S. citizenship required for this position due to the nature of the customers assigned to this role
Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent industry experience
7+ years of experience in technical support or a related field, including at least 3 years of management experience
Expertise in improving customer satisfaction (CSAT, NPS) and driving operational metrics (TTR, Escalation Rate), alongside strong leadership, communication skills, troubleshooting methodologies, and networking/cybersecurity concepts (e.g., SSL/TLS, HTTP, DNS, Firewall)

What Will Make You Stand Out (Preferred Qualifications)

Proven ability to leverage AI technologies and workflows to drive measurable operational efficiency
Comfort navigating dynamic environments and building paths through ambiguity to create meaningful outcomes
Demonstrated ownership mindset and dynamic range, seamlessly balancing high-level strategy with hands-on execution and high integrity
Collaborative, high-trust problem-solver and continuous learner dedicated to receiving feedback, empowering the team, and solving complex challenges with purpose

#LI-IA1 #LI-Remote

Zscaler’s salary ranges are benchmarked and are determined by role and level. The range displayed on each job posting reflects the minimum and maximum target for new hire salaries for the position across all US locations and could be higher or lower based on a multitude of factors, including job-related skills, experience, and relevant education or training.

The base salary range listed for this full-time position excludes commission/ bonus/ equity (if applicable) + benefits.

Base Pay Range

$172,000—$215,000 USD

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